KEZWIN MATHEW NINAN
Bangalore
Summary
Customer-focused professional with a demonstrated history of enhancing customer loyalty and delivering seamless experiences. Skilled in identifying customer needs, collaborating across internal teams, and ensuring exceptional satisfaction. Dedicated to building strong, enduring relationships that benefit both customers and the organization.
Overview
7
7
years of professional experience
Work History
Technical Support Engineer
Alshaya Outsourcing Company India Pvt, Ltd.
Bangalore
09.2022 - Current
- Led cross-functional collaborations with key stakeholders, including country heads, central operations, and brand teams, achieving project success rates of 95%
- Elevated customer satisfaction by streamlining processes and fostering positive customer experiences
- Developed and implemented SOPs, presentations, and QR code-based solutions to simplify and enhance end-user processes
- Established a 24/7 support system via Teams and call facilities, enabling swift resolution of customer issues
- Conducted data analysis regularly to identify areas for continuous improvement and optimize projects for greater efficiency
- Provided stakeholders with routine updates on the adoption and utilization of registration features through scheduled calls and Dashboards
- Delivered training sessions to educate end users about feature benefits, driving higher engagement and adoption rates
- Achieved a 62% annual reduction in ticket volumes by empowering users with self-service tools and support
- Facilitated alignment between stakeholders and project objectives by actively collecting feedback and addressing challenges effectively
- Diagnosed system issues and collaborated with internal teams to implement sustainable solutions, ensuring seamless functionality with consistent monitoring
Customer service Executive
Indigo Airlines
Chennai
01.2018 - 08.2022
- Prioritized customer satisfaction by adopting a customer-centric approach to address needs and concerns effectively
- Delivered a seamless customer journey from booking through to boarding and arrivals, ensuring an excellent experience throughout
- Cultivated strong partnerships with internal teams to guarantee efficient and smooth operations
- Led counter operations to maintain on-time performance and ensure processes ran flawlessly
- Oversaw timely baggage handling and ensured prompt boarding for all customers
- Delivered proactive solutions during unavoidable challenges to sustain customer loyalty and trust
- Maintained high levels of customer satisfaction even during delays or disruptions by providing timely support and assistance
Education
Bachelors - Animation & Visual FX
Mahatma Gandhi University
Skills
- Proactive problem solving
- Strong communication
- Customer empathy
- Adaptable
- Stake holder collaboration
- Data analysis
- Turning insights into actionable strategies
- Training and development
- Empowering users with knowledge
- Reliability
Timeline
Technical Support Engineer
Alshaya Outsourcing Company India Pvt, Ltd.
09.2022 - Current
Customer service Executive
Indigo Airlines
01.2018 - 08.2022
Bachelors - Animation & Visual FX
Mahatma Gandhi University
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